Petro

Avoid the North Haven branch of Petro for Air Conditioning. They installed a Trane 4 ton condenser and air handler in my Hamden, CT home in June 2021. They did a very poor job of installation and post installation support was terrible. Summary of errors at installation: 1) Killed the grass where they staged the equipment for install. 2) Broke bolts when reinstalling vents (and left them that way). 3) Bent existing vent cover. 4) Broke existing heating sensor (cost me $150 with my HVAC supplier to fix). 5) Most importantly, they failed Hamden permit inspection. 6) Installation coordinator, Patty, ghosted me when I called four times for status.

Very unprofessional. Management asleep at the wheel. Avoid these clowns.

We have a warranty work on the hardwood floor for our new home One of the hardwood clacked The repair person (***) was very nasty and rude He came and did not repair the hardwood and left If the job completed correctly then no need to repair needed

- *** and I spoke months in advance in regards to an estimate and Start date of July 18th (E-mail attached - April 20th with Bid)
- I confirmed appointment with *** in advance twice (July 5th via email) because I had a small window to get them done while being in Co (July 18th - July 21st)
- July 18th Colorado Flooring workers did not show until 1:00pm and said they need to leave by 2:(no call or notification they were going to be late or a no show Not even Colorado Flooring office staff could find them) This cost me a day for of work and moved there completion time to Friday July 22nd- I had to change flights for both myself and my daughter, which I accrued cost
- I had to help the workers tarp 3/of the downstairs due to them being off schedule after being a day late They also ran out of materials - tape and I gave them my "FROG tape" which they were going to replace and never did like they promised (Two Rolls)
- Throughout the process I notice a couple of i

Review: Agreed to a set price on oil I believe in August verbal contract , Don't think we agreed on a starting date as I still had a contract with another supplier, they couldn't answer some of my questions and were to email me a wriiten contract to sign and I hopefully could find my questions . I could not open Email contract and called to request written contract to be mailed which they never did . I felt we never had a contract because they never completed the deal . Petro called me after I didn't send a check for a service contract which they did send in the mail again after reading terms I would not have agreed to that either . When I asked about the written contract Petro said that was only a courtesy that I already agreed to a verbal contract.They now want $399.00 as a termination fee for doing NOTHING !Desired Settlement: Petro I don't believe Petro explained we had only 48 hours to cancel during our verbal contract but I was told this was in the written contract which I never got.Petro has done nothing never delivered a drop of oil or even been on my property but they want and $399.00 threatened collections and attorney's . We have lived in our home for 40 years and never been late on one payment . I have written them five time ,spoke on the phone many times its all about money !Please get them off our backs we are to old for this .

Business

Response:

[redacted] We are in receipt of the correspondence relative to [redacted] and would like to address his concerns. [redacted] spoke with Jennifer on July **, 2015. At that time, [redacted] completed the recorded acceptance of a ceiling contract to establish a new account with Petro Home Services. In the acceptance of this contract he was advised that the recording is binding and if he were to close his Petro account prior to the expiration of the contract there would be a $399.00 early termination fee. I spoke with [redacted] January *, 2016, at which time I offered to play the recorded conversation from July **, 2015, which he refused. I explained the terms of the contract and addressed several questions [redacted] posed regarding our pricing structure. I advised him that we will, as a courtesy and given the circumstances, waive the $399.00 early termination fee, as we have not made any deliveries under the ceiling contract to the property and he did not receive the hard copy of the contract as requested. [redacted] has agreed that his concerns have been addressed at this time. Please call me at ###-###-#### if you have any questions or would like to discuss this matter further. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In March of 2013 I was attracted by an offer by Petro Oil which offered automatic delivery of oil at a price that was competitive with what I had been paying by shopping around at the advertised oil companies. The stipulation was that I sign up for a one year contract. At that time the oil was delivered true to our agreement. Now on Monday (10/**/14) I received a shipment of 200 gallons of oil priced at $3.459/Gal. I decided to check their price to see if they were adhering to their original offer of a ceiling of $4.68 or lower to market price. On calling [redacted] in [redacted] I was told their price was $2.95 (senior). I found that fifty cents more per gallon very upsetting and called Petro on Tuesday. The person I spoke to explained that this was proper since they were a full service company and Valley wasn't. My pointing out that their full service was not included at no cost for the extra cost of oil. Her answer was that they were available 24 hours a day. When threatened to cancel my service her threat was I would be charged $300.Desired Settlement: If a refund is not offered or is insufficient I would like my cancellation accepted at no penalty.

Business

Response:

[redacted]

We are in receipt of the correspondence relative to [redacted] and would like to address his concerns.

[redacted] states that when he first established his account with Petro, the sales representative advised him that we deliver at “market rate,” which [redacted] believed would be comparable to rates offered by a cash on delivery provider. I explained that our prices are based on the fluctuating cost of oil, our costs, and, as he is in a protected ceiling contract, there is a cost of protection that is included in his price per gallon. [redacted] advised that if he had understood that prior to establishing the account, he would have continued to purchase oil from a cash on delivery provider, as he has done for many decades.

[redacted] and I discussed the benefits of being with a full service provider and he understands that with full service he has the ability to pay his balance on a net 30 basis (rather than upfront as he would need to with a cash company), he has access to field service and the option to protect his price per gallon. As a resolution, [redacted] accepted a $165 concession towards his account, which he understands he is welcome to use towards his account however he chooses.

Please call me at ###-###-#### if you have any questions or would like to discuss this matter further.

Sincerely,

[redacted]r

Petro Oil and Propane

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been a customer for over 2 years w/a service contract for my furnace. Tech came on 5/**/13 to clean my furnace and told me (after cleaning it) that I had a cracked heat exchanger and required a new furnace as this furnace was no longer safe to be used. I explored several options including maybe switching to gas heat. 1) After my call to Petro asking when my contract ended, Petro closed my account, sent my contract to collections (I have never been late w/a pymt and had not broken my contract - payments were being made and I did not refuse an oil delivery) and kept harassing me even after I explained over and over that I was not cancelling my contract before the expiration date of 10/**/13. 2) I had another company look at the furnace. They took the front door off and noted that a) the furnace was indeed not cleaned (and hadn't been for quite some time even though I had Petro come last year to clean under my service contract) and that b) the "crack" was just a piece of rust that had slipped into the heat exchanger. It was wiped away with the tip of the tech's finger. I have lost track of the HOURS/lost work hours (aka wages) spent with Petro trying to get the contract issue resolved AND the HOURS/lost work hours (aka wages) trying to arrange for a new furnace.Desired Settlement: My desired settlement is twofold:1. I want my furnace cleaned properly/immediately per my paid contract.2. I want to be released from my contract with Petro without any financial penalties.

Business

Response:

We are in receipt of the correspondence relative to Mr. [redacted] and would like to address her concerns.

The majority of calls Ms. [redacted] did receive were from our customer service **pt. to follow up on a conversation held on August **, 2013. During original conversation, Ms. [redacted] called to advice Petro that she was considering switching from oil heat to natural gas. It is the responsibility of customer service to have completer conversation with our customer in regards to the benefits of remaining with oil heat. We were not able to complete conversation upon out initial discussion with Mr. [redacted], she requested to end the call advising us had another called on hold. After multiple attempts to reach Ms. [redacted] by phone and written correspondence with no response we did move forward to close Ms. [redacted] account as is our policy.

Ms. [redacted] account was reinstated as she requested on September **, 2013 and I have spoken to Ms. [redacted] this morning we received conversation had with credit representatives and we have agreed to have a follow up conversation on 10/**/2013 regarding the statue of her account with Petro moving forward.

Our service Manager, [redacted], scheduled a follow-up appointment to address Ms. [redacted] concern regarding the heat exchanger that the heat exchange is indeed cracked and will need to be replaced. We have ordered a new heat recharger is indeed cracked and will need to be replaced. We have ordered a new heat exchanger for Ms. [redacted] and upon its arrival to our office we will schedule a follow-up appointment to install the new part at our cost as a courtesy to Ms. [redacted]. A complete tune-up will be performed once the new heat exchanger has been installed and unit is repeating properly.

I hope that I have addressed the concerns expressed in your letter. Please call me at [redacted] if you have any question or would like to discuss this matter further.

sincerely.

Business

Response:

We are in receipt of the second correspondence relative to Ms. [redacted] and would like to address her concerns.

I have been in contact with Ms. [redacted] regarding her concerns about her account and we have reached an amicable agreement to resolve any outstanding issues that she has.

I Ms. [redacted]'s service agreement has been extended for an additional 12 months at no cost to her. We have scheduled our service technician to go to her home on September **, 2013 to perform tune up of heating equipment. We are working to accommodate Ms. [redacted]'s work schedule

by having technician arrive in later time frame of day on September **th.

2. Ms. [redacted] has entered into a new protected price agreement for the next 12 months by entering into a new fixed pricing contract

through November , 2014at a price per gallon of $3.899.

3. We have made a payment arrangement for Ms. [redacted] for the service work performed on 10/**/13 to replace the cracked heat exchanger. The service work was performed at our cost and we have extended Ms. [redacted] the option to pay down this bill over the next four months.

Ms. [redacted] has my direct number to for future reference should she require any additional assistance . I hope that I have addressed the concerns expressed in your letter. Please call me at ###-###-#### if you haveany questions or would like to discuss this matter

further.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: With the offer of programmable thermostat and $100 discount I signed up with PETRO Fuel automatic delivery of Variable Plan. That was a big mistake.

On 10/**/2014 Petro delivered 230 gallons and charged me $4.099 per gallon. I checked a full service oil provider’s website and learned it charged $3.11 per gallon plus several providers in the local area on that day. By checking out a complaint filed on 11/**/2014 at Revdex.com against PETRO for the heating oil delivery on 10/**/2014, this customer was charged at market rate of $3.459 per gallon.

On 02/**/2015 Petro delivered 175 gallons and charged me $3.899 per gallon. I called a full service oil provider and a cash-delivery oil provider and their prices were $$2.999 and $2.915 respectively plus several providers in the local area. I called Petro right away and had expressed my surprise with two customer service representatives the prices Petro charged me were over 30 percentage more ($3.899 vs. $2.999) than prevailing market rate with providers of similar capacity. All Petro could offer me was $30 discount. I told these two representatives it was peanut compared against the overcharge I had to suffer.

On 2/**/2015 I insisted to speak to [redacted] who again gave me the standard canned excuse that Petro is a full service fuel company with all great service like 24x7 and fluctuating oil cost. I had to tell her that the price I was quoted was also from full service company. Petro’s heating oil prices at a level much higher than is considered reasonable or fair. It is not right and not fair. She offered me additional $58.17 discount to make whole bill $600 even. She also offered me ceiling price plan of $2.99 per gallon for additional 12 months and extended payment plan for this $600 charge. I turned it down without hesitation and told her I was not interested.

By checking out Revdex.com website I became to realize that I was not the only one by Petro to overcharge its (existing) customers.

Inability to get Petro’s daily market rate (by calling Petro or searching on Petro’s website) is troubling. I can get the daily rate by calling local oil providers or checking out on their websites By Petro doing that way I as an established customer I can never know the price per gallon until Petro hit me with excessive price whatever Petro charged me.

The following was taken from Price Plan Terms given to me by Petro/

Variable Plan – This is a very attractive plan in which the customer’s price will fluctuate up and/or down as our cost of oil fluctuates up and/or down. While this plan is a very attractive plan, it does not provide any price protection.

The true reason it does not provide any price protection is because Petro Fuel can charge whatever amount Petro likes.

What I had also learned with the past experience is you have to schedule tune-up appointment several months advance. Otherwise Petro will tell you that you have to wait for a long time to book a date because the dates you wanted were already booked up. It is at Petro’s term not customer’s term. During summer peak season why Petro cannot have more technicians to do the jobs.

The oil pump oil filter was skipped and not replaced during 2014 annual tune-up. We had to call Petro back and scheduled another appointment to wait and replace this filter.Desired Settlement: Total credit offered $88.17 by [redacted] for these two deliveries is not sufficient. Also I want a refund (against my latest bill) the charge for the service agreement contract $212.17 I paid May/**/2014 since I has not had any service call under the plan.

Business

Response:

[redacted] We are in receipt of the correspondence relative to [redacted] and would like to address his concerns regarding his February **, 2015 delivery.[redacted] received a delivery for 176.50 gallons at a delivered rate of 3.899 on February **, 2015. [redacted] spoke with customer service on February **, 2015, to express his concerns regarding the delivered price per gallon. [redacted] advised the representative that he had spoken with other oil providers and was offered rates between $2.909 and $2.999 per gallon. The representative explained to [redacted] that we had seen the cost of oil on the rise over the past couple of weeks and we are not able to retroactively adjust a delivery price, but will offer him a loyalty concession in the amount of $30.00 to use towards the February ** delivery. Customer service spoke with [redacted] again on February **, 2015, in an effort to address his concerns regarding his February [redacted] delivery. At that time, [redacted] requested that the representative reduce the price per gallon for the delivery in question to $2.999 from $3.899. The representative explained that we are not able to adjust rates for previous deliveries and advised [redacted] of the level of service that Petro provides to our customers, including 24 hour access to customer service and field service 365 days a year, excellent parts coverage with our fully customizable service agreements and the option for our customers to protect their delivery price. In an effort to work with [redacted], the representative offered him a discounted protected ceiling contract for $2.999 to protect his rates going forward. [redacted] refused this offer and disconnected the call.[redacted] spoke with customer service again on February **, reviewing the information that was discussed in the previous two conversations. [redacted] again insisted that we reduce the price per gallon for his delivery on February ** down to $2.999. [redacted] was advised that we are not able to honor that rate retroactively, but would be happy to honor the discounted ceiling of $2.999 going forward that he had been offered previously and, in addition, we would apply an additional loyalty concession of $20.00 to his account to bring his total savings to $50.00. [redacted] advised the representative that this offer was unacceptable.I returned the phone call to [redacted] on February **, to follow up on his conversations with customer service. We reviewed the information discussed in the previous phone calls and I, again, agreed to honor the $2.999 ceiling offer going forward and the $20.00 loyalty concession (in addition to the $30.00 concession that had been applied in the February ** conversation with customer service), as well as payment arrangements to pay the balance for the delivery off over several months rather than our standard net 30 payment terms. [redacted] refused this offer, insisting that we reduce the February delivery from $3.899 to $2.999. I advised that we are not able to match the rate for the previous delivery, however, as per his request, I will increase the loyalty concession from $20.00 to $58.17 (a total of $88.17 in concessions), in order to bring the total account balance to $600.00. [redacted] accepted this concession and asked for the information to be sent to him via e-mail (which was done on February **, after the concession posted to his oil account). [redacted] advised me that he would not need payment arrangements for the balance and was not interested in ceiling protection at that time. At that time, I advised [redacted] that he is also benefitting from Petro’s Premier Plan service agreement coverage on his account. The service agreement coverage billed to [redacted]’s account in May, 2014, with a discount of $349.85 for the year. I reminded [redacted] that the service agreement entitles our customers to no diagnostic fee for service emergencies 24 hours a day, 7 days a week, comprehensive parts coverage and a tune up each year, which he has scheduled for May. The terms of the service agreement do indicate that the customer must remain on automatic delivery for oil to benefit from the coverage. Also, the customer must call Petro to schedule a tune up appointment between March ** and September [redacted]. The coverage has been in place and cannot be credited or prorated back to his account. At this time, [redacted] continues to benefit from the service agreement coverage and his account with Petro remains open, active and on automatic delivery. Please call me at ###-###-#### if you have any questions or would like to discuss this matter further. Sincerely, [redacted]rPetro Home Services###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The prices charged by Petro 10/2014 and 2/2015 oil deliveries were well above the average prices charged by local companies with similar capacities.I had read all complaints on Revdex.com website. I am not the first one and am sure I will not be the last one of this unfair practice. By accepting free thermostat to sign up Petroautomatic delivery I now had to pay hefty price by allowing them to charge whatever price they wanted. The gas prices at local gas stations do not vary this much.I did speak with [redacted] and two sales representatives. They all provided me a canned explanation why Petro had to charge a lot more than others charged. Their excuse was not acceptedbecause other heating oil companies ran into same market situation with price up and down. There is NO reason Petro charged so much higher.I called Petro loyalty concession a peanut compared what jacked up price they billed me.Petro [redacted] did offer protected ceiling contract for $2.999 which I turned down. I do not want to fall into another trap of later being charged with big penalty for breaking the contract. I also tuned down payment arrangement tospread out several months which was another joke because even I could accept this office I would still have to pay that hefty price.To book appointment to perform annual cleaning and tune up was not easy. When customer called Petro, they told you all booked and had to wait ... wait... wait under Petro availability.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] We are in receipt of the response submitted by [redacted] and would like to address his concerns.[redacted] expressed concern in his initial correspondence in regards to the price per gallon for his February **, 2015 delivery in which he received 176.5 gallons of oil at a delivered rate of $3.899. [redacted] had several conversations with customer service in regards to the price per gallon in which it was explained to him that Petro bases our rates on the cost of oil, as well as the level of service that we offer to our customers. It was explained to [redacted] that we are not able to make adjustments to delivery rates retroactively, but would be happy to work with him going forward. [redacted] was issued a concession of $30.00 at the time of his February **, 2015 conversation with customer service. He was offered a second concession of $58.17 (for a total savings of $88.17 towards his February **, 2015 delivery), during my conversation with him on February **, 2015. In addition to the $88.17 in total concessions that Petro offered to [redacted], he was also offered the opportunity to protect his rate going forward by choosing a one year ceiling contract with a ceiling of $2.999, which he refused.[redacted]’s most recent response indicates that he does not find the above options acceptable to resolve his concerns. [redacted] states that he is interested only in a reduced rate from $3.899 to $2.999 for his February **, 2015 delivery. In conversation with [redacted] on March **, 2015, to resolve this dispute, I agreed to apply a third concession to his account in the amount of $70.68, to equate to a total savings of $158.85 towards the delivery in question. The $158.85 is a total savings of $0.90 per gallon savings towards his delivery, reducing his rate to the $2.999 he has requested. [redacted] was clearly advised that we will not be able to process concessions towards future deliveries, but would be happy to offer him a ceiling contract to protect his rates going forward. [redacted] stated that this resolution was not sufficient and requested discounts towards his October delivery as well. [redacted] was advised at that time that we are not able to process any further discounts towards his account.[redacted] also addressed concerns in regards to scheduling a tune up date on his account, as he feels that the dates are scheduled too far into the future. At that time, I advised him that he is benefitting from Petro’s Premier Plan service agreement coverage on his account. The service agreement coverage billed to [redacted]’s account in May, 2014 with a discount of $349.85 for the year. I reminded [redacted] that the service agreement entitles our customers to no diagnostic fee for service emergencies 24 hours a day, 7 days a week, comprehensive parts coverage and a tune up each year, which he has scheduled for May. The terms of the service agreement do indicate that the customer must call Petro to schedule a tune up appointment between March ** and September [redacted] initially spoke with a Petro representative on January *, 2015, to schedule a tune up date on May *, 2015. On February *, 2015, [redacted] submitted an e-mail through the Petro website requesting his tune up date be rescheduled for May **, 2015, which we were happy to accommodate. In my March **, 2015, conversation with [redacted], I advised him that I could have a technician to his home to complete his tune up the following day (March **), or another day the same week. [redacted] opted to remain with him May ** tune up date. At this time, [redacted] continues to benefit from the service agreement coverage and, as per his request, his account with Petro remains open, active and on automatic delivery. Please call me at ###-###-#### if you have any questions or would like to discuss this matter further. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Petro please do not twist my intentions:1. Petro kept pushing me into ceiling contract for one year which I was not informed if customer breaksthe contract there will be a hefty fee/fine. Only did I find out myself by reading complaints on Revdex.com web site hereagainst Petro. Every time Petro customer rep whom I had contact they pushed this ceiling contract and I turned it downboldly. Please stop this ceiling contract nonsense.2. I also turned down what it was called installment payment plan. I had enough financial means to pay my bill. I did not need the installment paymentplan. Overcharging was the big issue.3. To say I was ONLY interested in the adjustment for February **, 2015 from $3.899 per gallon to $2.999 was not true. I had alsorequested adjustment for October **, 2014 delivery$4.09 per gallon against $3.11 per gallon and was turned down.4. $70.68 refund from Petro has not been delivered yet and need to be seen later.5. May **, 2015 appointment was booked and secured long time ago why would I need to be changedto March **, 2015? Based on my past experience to book a day for cleanup it was hard even with months advancementnotice. That was why I booked so early this year. Please read other Revdex.com complaints against Petro I was not the first customer foundout this trap and am sure I will not be the last customer.6. I can call any heating oil companies big and small for the price on the day I call. Petro would not give out the daily chargingprice unless you give your phone number as a means to identify its customer. I found out that practice is troubling. All gas stations prominently display thecharging price. Please charge FAIR price. Overcharging is not FAIR. Period.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I enrolled in the budget plan in October of 2012 and I was told the service contract was $189.00 for the year and that amount would be amortized into my monthly payments. This was the first year I did it and I was paying $200/month. At the end of my contract I ended up owing them $1100 which consisted of $700 of oil charges and a $490 service contract (non of which was paid). I told them on numerous occasions during the month of August that I wanted to leave them and go to another provider. I went on vacation during the month of August and while I was away they called me and said I was set up for a delivery that next day. I told them that I was away on vacation and not to deliver any more oil. I told them I did not want to renew with them and that I would call them when I arrived home. Upon arriving home I saw they delivered 200 gallons of oil totaling in another $900 in charges. They said that they would credit me $100 for the mistake but the whole point of going on the budget plan was that I could not afford the $800-$900 payments in full due 30 days after delivery that they had me on before. I am the sole provider for my wife and four children and I could not afford things the way they were before. I need help because not only can I not afford the bill I have with them now (over $2000) but I have to also find another oil provider and pay them as well.Desired Settlement: I think that the service contract price was changed without my knowledge and since it all of a sudden due at the end of the contract it has caused a problem along with the delivery of oil that I told them not to deliver. They acknowledged the fact that they delivered in error and extended a $100 credit to me. In my eyes that doesn't help much. I need more help than they are willing to give. Please help me.

Business

Response:

I have spoken with Mr. [redacted] this evening. We are in the midst of coming to a resolution to this issue. I will be following up with Mr. [redacted] on Monday.

Review: Overcharged for price of oil according to contract...supposed to be the lowest price on day of delivery with a cap price. I was always charged cap price even when daily delivery price was lower. contacted them several times....their response was sorry.... we'll look into it. They would take $20.00 off bill then charge me more next delivery. I was on a monthly payment plan so they already had my money.

Petro installed my entire system...brand new approximately 10 yrs ago. Fill pipe began leaking a week after installation. They claimed it needed to be tightened, put some pipe thread sealer on it...etc. Fact is the pipes were cut too short...not leveled, and so the pipe threads do not line up properly causing a leak.

Finally they serviced my furnace over the summer and never plugged my A.C. condensation pump back in. I found this out when I went down stairs to get something out of my basement and there was water all over the floor. I called, it was after hours, the on call tech was busy and couldn't come for hours. I used my shop vac to clean up water, dry rugs, move furniture, and set up fans to dry things out. Two days later service manager called me and offered me a credit worth the value of an annual service contract, which I was originally charged $300.00 for but now some how was worth almost $500.00.

They delivered me oil, although I had put a stop delivery on the account because I did not need oil and I was planning on shopping around for best oil price as I do every year, and they valued the oil delivery at over $400.00. I called them to cancel the account, tell them to keep the difference which they owed me according to the credit value they gave me mentioned previously. They said that credit could not be used for that and I owed them for the oil delivery and that I lost my credit because I was cancelling my account.

I have called them and discussed this numerous times and now they are harrassing me. They call all hours of the day...sometime leaving messages sometimes hanging up when my answering machine picks up.

Thank you for your help.Desired Settlement: I want this harrassment to stop and for the billing charges of an oil deivery I didn't ask for, to be entirely off set by the credit Petro owes me, which according to Petro is of greater value.

Business

Response:

[redacted]

Re: [redacted] On September **, 2014, [redacted] completed the recorded acceptance of a one year ceiling price plan to begin November *, 2014 and end October **, 2015, including terms and conditions of the program and a $399.00 early termination fee, with a ceiling limit not to exceed $4.099. As was indicated in the recorded acceptance of the contact, the ceiling plan offers a “delivered price, which includes the cost of protection [that] will vary based on market conditions, including but not limited to, product availability, wholesale cost and other factors, but will not exceed the ceiling price during the pricing period.” [redacted] received a total of three deliveries throughout the contact period, all being delivered below his contracted ceiling price. During the contract period [redacted] received deliveries ranging from $3.3619 per gallon, to $3.919 per gallon, all below his $4.099 ceiling. I am please to advise that this matter was amicably resolved following a conversation with [redacted] on February **, 2016. Please call me at ###-###-#### if you have any questions or would like to discuss this matter further. Sincerely, [redacted] Customer Service Manager Petro Home Services ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had locked in oil prices with petro oil end of 2014. I had a problem with a leak in my tank so I called to suspend delivery for a couple weeks so I could get problem fixed with as little oil in tank as possible. At first, Petro demanded their guys fix the problem, but I resisted. Perto then stated they must inspect tank before resuming oil which is odd since they never expected tank before accepting my account.

At that point they were unwilling to wok with me on a saturday to inspect tank and expected me to take time off from work to wait for someone from Petro to come inspect. I insisted on a saturday but the said that was for emergencies and the such.

The stories keep changing with who I speak too. On saturday the [redacted] of September the gentleman I spoke to was helpful and said he can see I called in several times, but the lady today on the [redacted] said no record of that. Only petro leaving me several messages? In addition, the gentleman said someone should have inspected my tank before locking in and the lady today said not true so again conflicting stories.

I have now been charged $399 for early cancellation, BUT I never cancelled. The lady today said Ron M[redacted] said the $399 will stand because no OIL was delivered which is conflicting too. The bill said for early cancellation but Ron says since NO oil was delivered?? I told them they can deliver tomorrow if they want as I told them several other times, but they do not work with their customers once they lock them in. I am not going to forfeit $500 in pay to wait for an inspection. The $399 needs to be removedDesired Settlement: $0 Balance or Social Media will get a hold of this

Business

Response:

October **, 2015[redacted]

We are in receipt of the correspondence relative to

[redacted] and would like to address his concerns.[redacted] spoke with General Manager, Ron

M[redacted], on October **, 2015. At that time, [redacted] agreed to allow Petro

Home Services access to inspect his fuel oil tank on October **, 2015 and

agreed to resume automatic delivery to the property pending the inspection.

Petro was able to complete inspection and made an oil delivery to [redacted] home on October **, 2015. At this time, [redacted] has fulfilled

the terms of his ceiling contract with Petro and the $399.00 early termination

fee has been waived. Please call me at ###-###-####

if you have any questions or would like to discuss this matter further. Sincerely,Tiiela R[redacted]Customer Service ManagerPetro Home Services###-###-####

Review: We agreed to a $7700 replacement of our air conditioning unit to include any electrical work necessary. They hooked up a 240V AC to a 120V line, gave us no instructions and ran out the door. The system ran for a few hours causing who knows what kind of damage and then shut down. We had to hound them to get someone out to fix this including my having to stay home from work which cost me hundreds of dollars while waiting in a 90 degree plus house. The technician they sent forced it to kick in without realizing the voltage issue and left. A few hours later it shut down again after who knows how much more damage. More hounding and loss of work hours sitting in a hot house to get another technician. This guy figured out the issue and was flabbergasted that their installers had screwed up this badly. So now it works but I have to wonder if it is internally damaged from being hooked to a 120 line for days.

We received no apology or followup of any kind from management and are still trying to figure out the complex controls. These guys are absolute jerks.Desired Settlement: At a bare minimum I should have gotten a call. But considering my loss of work hours, paying someone to sit in my house waiting for them and suffering in a 90 degree house for days I felt a reduction in the bill was appropriate.

Business

Response:

[redacted] To Whom it May Concern, Please accept this reply in response to complaint #[redacted]

by the above referenced consumer. Upon receiving the complaint, we immediately reached out to

[redacted] to discuss his dissatisfaction with the installation of

central air conditioning. Both Petro and [redacted] have come to

a satisfactory resolution. Very truly yours,[redacted] Customer Service Manager Tell us why here...

Review: Unexpected and unnecessary delivery of small amount of oil. At rate of $4.49 a gallon !!! Average rate in my county is $3.69. First call to petro I was told that if I were a NEW customer my rate would be about the average. However since I'm an established customer my rate is higher. Was offered discount of $50 "in good faith". When I questioned what rate this gave me, the rep was unable to calculate the basic math. When I threatened to cancel my account with petro the rep said that if I did that I would not get the discount. Going around in circles, he got frustrated and transferred me to another person. This person played "good cop" and excused the first reps behavior. In order to get a slightly better rate on this delivery I was forced "blackmailed" into agreeing to a 6 month contract at $3,99 for oil. I was totally forced into agreeing to a contract I do not want with a company I no longer trust in order to still be ripped off on my oil delivery. I am getting a rate 30 cents a gallon more than the average area rate. I do not want to do business with this company ever again. But when you call them you get nothing but the runaround, threats and bait and switch to get you to commit to an exorbitant rate on heating oil. I'm very unhappy at how I have been treated. This company needs to be investigated for its business practices.Desired Settlement: I want out of the contract I was forced into so that I can purchase oil at a fairer rate from another more honest company.

Business

Response:

We are in receipt of the correspondence relative to [redacted] and would like to provide an update to the status of her concern.

Several attempts have been made to ready this customer by phone without success. On January **, 2014 a third phone message was left for [redacted] and unable to reach letter was mailed requesting that she contact us at her earliest convenience to discuss her concern.

I will provide further update once I have the opportunity to speak to [redacted].

Sincerely,

Customer Service Manager.

Business

Response:

As previously advised in response dated 1/*/2014, this letter to provide an update to [redacted] concern regarding her account with Petro Oil and Propane.

[redacted] and I have had the opportunity to speak on two separate occasions over the past week. [redacted] and I have reached an agreemnet in which [redacted] will receive a $100 loyalty credit to be applied to her account and will remain in the current fixed price plan of $3,999 she entered into on 11/**/13. [redacted] and I have also agreed to speak in May, 2014 when the current protected price plan will be up for renewal.

I hope that I have addressed the concerns expressed in your letter. please call me at [redacted] if you have any questions or would like to discuss this matter further. I have also supplied [redacted] with my direct number for future reference.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved for the time being.

Review: The contract "steal money when the oil price goes down."

I paid from .50 cent to .78 cents more per gallon than people with the same contract with Petro!

[redacted] pd $2.43 in 01/**/2015 , I paid over $$3.09 to $3 .30 for 3 deliveries during the same time period.

The [redacted] oil company was always $.50 cents a gallon cheaper.

They force automatic delivery , a tie in that is illegal with the cleaning contract.

There stealing as oil goes down!

There program is a case of cleaver theft.

I seek punitive damages 4 times the $500 they stole from the 1,000 gallons purchased.Desired Settlement: They stop stealing.

Business

Response:

March *, 2015 Revdex.com[redacted]Re: [redacted] We are in receipt of the correspondence relative to [redacted] and would like to address his concerns.[redacted] accepted a ceiling contract on December **, 2014, for a new ceiling limit of $3.399, effective January *, 2015 through December **, 2015. The terms of the ceiling contact require [redacted] to purchase oil on automatic delivery exclusively through Petro during the course of the contract period. The ceiling contract allows for the delivery price to fluctuate based on market conditions, including but not limited to, product availability, wholesale cost and other factors, but will not exceed the ceiling price during the pricing period.[redacted] also has Premier Plan service agreement coverage. This service agreement offers [redacted] the benefit of not having a diagnostic fee for service emergencies 24 hours a day, 365 days a year, as well as parts coverage. [redacted] is supplied a copy of the service agreement coverage each year, including the terms of the coverage, which do require automatic delivery. To date, [redacted] has received two deliveries under his current ceiling contract. [redacted] received 190 gallons of oil January ** at $2.859 per gallon, $.054 below his contracted ceiling limit. On February **, [redacted] received 208.5 gallons of oil at $3.259 per gallon, $0.14 below his ceiling limit. [redacted] has benefited from the flexibility and protection that our ceiling plan offers to our customers. [redacted] spoke with customer service on February **, 2015, to express his concern in regards to the price per gallon for his deliveries. At that time, he requested that Petro reduce the price per gallon for his delivery down to match an offer from a local cash on delivery company. The representative explained to [redacted] that Petro offers a different level of service than cash on delivery companies are able to, including access to customer service and field service 24 hours a day, automatic delivery service and the option to protect his price per gallon. [redacted] requested that we pump the gallons from his tank if we are unable to offer a concession towards his delivery. He was advised at that time that his ceiling contract does require him to fill the tank on automatic delivery, or he would be subject to a $399 early termination fee, at which time he disconnected the call.I returned the phone call to [redacted] to follow up on his conversation with customer service. I reviewed the information that was discussed in the previous conversation with [redacted] and reminded him that we value his loyalty, which is why we were able to offer a $310 discount off of his service agreement coverage when it billed in December for him.At this time, [redacted] continues to benefit from the ceiling contract and his account with Petro remains open, active and on automatic delivery. Please call me at ###-###-#### if you have any questions or would like to discuss this matter further. Sincerely, [redacted]Petro Oil and Propane###-###-####

Review: Petro Oil charged the church for invalid late fees. We have always paid our bills in less than the 30 day window. We have asked them on numerous occasions to review our account and remove the charges but they have consistently ignored us. We sent them printouts from our financial software detailing the bills and our payments, they clearly show we were never late on a payment.Desired Settlement: Adjustment of late fees applied to the Mid Hudson church of Christ bill. Remove $39.48 and cease charging late fees

Business

Response:

[redacted] We are in receipt of the correspondence relative to [redacted] and the Church of Christ and would like to address her concerns.I spoke with [redacted] of the Church of Christ on August **, 2015, in regards to [redacted]’s concerns. On February **, 2015, the church was issued a statement for a balance of $2,064.95 (as reflected in the attached transaction report). February **, 2015, a check payment posted in the amount of $2,028.46, leaving a statement balance of $36.49. As this balance has aged on the account, it has continued to assess late charges. Late fees are assessed every thirty days that the balance is past due (please refer to the attached document entitled “billing rights,” which is included with each statement). Per my conversation with [redacted], due to the many years Petro Home Services has enjoyed the Church of Christ’s business, we are pleased to reverse all late fees that have been assessed to the account from December *, 2014 through August **, 2015. Petro Home Services offers various payment options for our customers, including our very popular Smart Pay plan; however, the church has chosen to remain on a net 30 payment basis. Based on this payment plan late fees will continue to be assessed to the account on any balance that ages thirty days or more.[redacted] has agreed to follow up with [redacted] in regards to our discussion on August **, 2015, and I am happy to address any further questions or concerns that may arrive. Please call me at ###-###-#### if you have any questions or would like to discuss this matter further. Sincerely, Tiela R[redacted]Customer Service ManagerPetro Home Services###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Thank you for the update. As long as they remove the charges, we are satisfied with the outcome.

Sincerely,

Review: I have been using the PETRO oil company for approximately 6 years to heat my home. In recent months I have been contacting other oil companies to inquire about their cost for oil per a gallon. Petro is currently charging approximately $3.14 a gallon, a price I find to be outrageously high; this is what prompted me to start calling other oil companies to check on their prices. The other companies I contacted are charging below $2.00 a gallon. [redacted], which is located in [redacted] is charging $1.96 a gallon. I have a verbal contract with Petro that ends November **, 2015. When I made this verbal agreement with Petro, I was told by this company that their prices fluctuated with the market. This, however is false and I have been greatly misled by this company. I am a hard working individual and a mom of 2. I live pay check to pay check. I cannot afford to pay $3.14 a gallon vs $1.96 a gallon. I cannot afford to be misled and lied to. My income does not allow for such outlandish discrepancies in pricing. Petro claims they have to charge so much more so they can pay their workers adequately HOWEVER you have to pay for a worker to come to your house; this does not make sense nor is this morally sound; robbing people of their hard earned money. Petro has taken advantage of me for far too long. Because I would not allow them to deliver oil to me last week they are charging me a $400 cancellation fee for going against my contract. How can they expect a working class individual to pay so much more money for oil and then charge them a penalty when they cannot afford the incredibly high prices?Desired Settlement: I want the company to eliminate the $400 charge for not allowing them to deliver oil to my home. I no longer want to have anything to do with Petro from this point forward. I think other consumers should be warned about this company.

Business

Response:

September **, 2015

[redacted] We are in receipt of the correspondence relative to[redacted] and would like to address her concerns.[redacted] accepted a one year ceiling November**, 2014, with contract dates effective November **, 2014, through November **,2015. At the time when [redacted] accepted the contract, it was explainedthat the ceiling contract offers a flexible rate, not to exceed the ceilinglimit of $3.629 throughout the course of the contract period. On September **,2015, [redacted] requested that her account with Petro Home Services beclosed and refused future deliveries, at which time it was explained to herthat she would be subject to a $399.00 early termination fee. I spoke with [redacted] September **, 2015, inresponse to the concerns she has expressed. At that time, [redacted] advisedme that she felt the ceiling plan did not give her the flexibility that she isentitled to. I advised her that she has benefitted from the flexibilitythroughout the course of the year, as she has received two deliveries under theceiling contract, both below her contracted ceiling rate of $3.629 (delivery onDecember *, 2014 was $3.349 per gallon, delivery February **, 2015 was $3.499per gallon). [redacted] explained that she has been comparing her deliveryrates with that of other providers. I explained to [redacted] thedifferences between full service providers like Petro, and “[redacted]” or “[redacted]”companies, like the companies she was using for comparison. I also reviewed thebenefits that she is welcome to take advantage of such as our various paymentplans, protected rate options and customizable service agreements. I reminded[redacted] that we are a company that is available 24 hours a day, sevendays a week for both customer service and field service, unlike many otherproviders in our area. [redacted] stated that she is confident in herdecision to close her account with Petro Home Services. I explained that theceiling contract is in affect and she would be responsible for the $399.00early termination fee if she chooses not to take the final delivery that is dueunder her contract. I advised that, in an effort to resolve her concerns, Iwould offer a minimum delivery of 125 gallons at the current rate of $3.149 onher account. The overall cost of the delivery would be comparable with the costof the early termination fee, but she would benefit from receiving the product.[redacted] advised that she does not accept that offer and was not willingto continue our conversation.We have made every effort to satisfy [redacted]and work with her to allow her to fulfill the terms of her contract and avoidthe $399.00 early termination fee, however, it does appear that she does notwish to work with us. We would however appreciate the opportunity to contact[redacted] once again in an effort to reach an amicable resolution.Please call me at ###-###-####if you have any questions or would like to discuss this matter further. Sincerely, Tiiela R[redacted]Customer Service ManagerPetro Home Services###-###-####

Review: Cost of oil is significantly higher than other companies. Service contract comes with yearly tune up which is not provided due to issues with staff availability for service and the only way they will provide this service which is paid for in your contract you must stay on auto delivery. Again although as a customer you have already paid for this service. The second year we wished to cancel and while speaking to representative we were lead to believe we could actually sign up for a rate lock and auto delivery without a service plan. WE WERE billed for service plan but chose to continue despite. The end of this year we were told if we signed up for another service plan they would service the boiler and provide another service this year (again this comes with the service plan) They automatically renewed our plan WITHOUT our permission despite calling prior to end of contract and requesting cancellation. When we contacted the representative stated the would credit the service agreement and send final amt due for oil. Of course we received a bill with final amt due for the final delivery and an additional 408.55 for a service agreement with a note on the top of the invoice stating delivery and service has been canceled. Consumers bewareDesired Settlement: Service oil burner and credit service contract back to acct

Business

Response:

[redacted] We are in receipt of the correspondence relative to [redacted] and would like to address her concerns. I have made several attempts to reach [redacted] by telephone with no success. [redacted] has advised me via e-mail that she has recently had a family emergency that has prevented her from contacting me. I have extended my direct telephone number and office hours to [redacted] and will be happy to address her concerns at her convenience. Sincerely, Tiela R[redacted] Customer Service Manager Petro Home Services ###-###-####